Success story Eurowings GmbH Industry • Travel Solution ™ ™ • OpenText Exceed TurboX Airline successfully tackles the complexities of remote working during coronavirus pandemic Eurowings improves accessibility, security and support for remote access with OpenText Exceed TurboX and increases profit Results and growth with OpenText. Improved efficiency of remote access over poor bandwidth connections “With all features implemented and working as envisaged, the Provided users with greater project has been a great success. This is not just down to OpenText flexibility with more connections Exceed TurboX, but also the support and knowledge of OpenText Sped up application support with personnel, from account management, through consultancy and to screen sharing support, it has been an absolute pleasure to work with OpenText.” Uwe Kohlmetz Eliminated security risks Head of Flight OPS IT of working from home Eurowings Airline successfully tackles the complexities of remote working during coronavirus pandemic Specializing in low-cost, direct flights within Europe, Eurowings Using lower cost Windows end-points, rather than costlier Unix work- “OpenText Exceed TurboX operates a fleet of more than 130 aircraft. Part of the Lufthansa stations, is only a part of the overall solution. Users must have secure Group, the world’s largest aviation group, the German airline flies and remote X-Windows sessions, supporting multiple high-resolution is proving to be that to over 210 destinations, in around 60 countries, making it the third monitors and also data compression to ensure any connection with elusive, single solution largest European point-to-point carrier. In 2018, more than 40 million poor bandwidth could still operate satisfactorily. Supportability and passengers flew with the airline, served by a workforce of 9,000 administration of the solution was also a consideration when Eurowings we sought, it is stable, decided to look for a replacement solution. employees. Headquartered in Cologne, Germany with a total of secure, functionally 13 locations throughout Germany alone, it is the market leader at “In the past we had to use multiple tools and applications for remote six European airports. access to key software applications like NetLine,” stated Martin rich and users are Planning flight operations is time critical, with changes often required Stenzel, Manager Flight Operation Application. “Our ideal would be a very happy.” at extremely short notice due to crew changes, weather disruption single solution, allowing a greater number of secure, stable and performant connections. So we took the decision to identify a Andreas Buxot or aircraft availability. Planning relies upon access to key applications, Expert Flight Operation Application suitable new solution.” added Kohlmetz. most notably for Eurowings, the NetLine suite of applications developed Eurowings by the IT arm of parent company, Lufthansa Systems. NetLine, a Unix Initially, recommendations were sought from elsewhere within the application that runs on central servers in the data center, is highly Lufthansa Group and a proof of concept (POC) exercise was undertaken. graphical and up to three hundred personnel use it daily to ensure “Our colleagues at Lufthansa Systems recommended OpenText operations are planned and run smoothly, efficiently and cost effectively Exceed TurboX, as they were already using it successfully to across many aspects of operations involving aircraft, crew, training provide secure, remote access for their users,” added Andreas Buxot, and risk management. Expert Flight Operation Application, “During the POC we were Uwe Kohlmetz, Head of Flight OPS IT at Eurowings explained the impressed with the high quality administration functionality, challenges the existing solution presented, “The existing solution we which we could see would address issues we were experiencing. used to provide users with access to NetLine was suffering from a Added to this, the security is far superior than we had at the time number of problems including poor administration and security and and support for a much higher number of connections per user also a restriction on the number of remote sessions they could have would alleviate the need for users to keep switching and closing open at any one time. This made it harder for them to undertake sessions and applications.” concurrent tasks efficiently, impacting their ability to react to live situations as they happen. NetLine is one of the most important systems in our business and it’s a big problem if there are any issues, including around performance” Airline successfully tackles the complexities of remote working during coronavirus pandemic Having evaluated Exceed TurboX, feedback showed that the operating “During the implementation, despite the challenges of coronavirus, interface was better suited to the way users work and administration we received great support from OpenText,” said Buxot and Stenzel, “Our decision to capabilities such as central profile administration would ease the “Any questions that arose were quickly addressed and resolved and proceed, even during administration and deployment overhead. we even became aware of additional capabilities of Exceed TurboX and there are not outstanding issues at all.” the pandemic, has been Having made the decision that OpenText Exceed TurboX was the right solution, the aviation industry was hit with the devastation caused by With the number of flights being operating steadily increasing, the fully justified. Users are the global coronavirus pandemic and the project was placed on hold. benefits of using OpenText Exceed TurboX are being increasingly felt. happy and able to work However, with the shift to staff working from home, with diverse “The solution is easier and faster to administer, critical when computing environments, some with poor bandwidth, the existing remotely and efficiently, changes are happening in real-time in the aviation industry, such solution would clearly not be able to cope. as crew changes due to sickness,” explained Buxot, “Exceed TurboX support has been “Even though all IT budgets were frozen, we made an exception and is proving to be that elusive, single solution we sought, it is stable, improved, all important decided to proceed with OpenText Exceed TurboX,” said Kohlmetz, secure, functionally rich and users are very happy.” “Despite a much reduced number of flights operating, we still had With performance improved and a greater number of sessions per factors in a mission to ensure that those still taking place were meticulously planned user possible, user feedback has been almost universally positive. critical environment.” as always. Exceed TurboX enables users to work securely from A small number initially resisted change but they were soon convinced home, even with poor bandwidth, thanks to the data compression Uwe Kohlmetz when they experienced the new environment, performance and it provides. Supporting them and resolving any application issue is Head of Flight OPS IT support improvements. much simpler than with the old solution. The screen sharing feature Eurowings of Exceed TurboX means our support team can see exactly what the “Our decision to proceed, even during the pandemic, has been user sees, expediting diagnosis and resolution.” fully justified,” stated Kohlmetz, “Users are happy and able to work remotely and efficiently, support has been improved, all important During the pandemic, around 50% of the user base has been deployed factors in a mission critical environment.” with Exceed TurboX and now around 100 users are active at any time. The global travel restrictions are extremely fluid and so users need to be able to react quickly to changes, reinstating or altering routes, crews, ground services and so on. Airline successfully tackles the complexities of remote working during coronavirus pandemic Users report that they can focus on the task in hand, simply clicking on “With all features implemented and working as envisaged, a link that takes them directly to the facility they need in NetLine. They the project has been a great success,” concluded Kohlmetz, can have countless preconfigured links to speed things up for them and “This is not just down to Exceed TurboX, but also the support they don’t have to think about which solution they need for a task as and knowledge of OpenText personnel, from account manage- Exceed TurboX is now a seamless part of the overall work process. ment, through consultancy and to support, it has been an absolute To date, there has not been a single outage due to Exceed TurboX. pleasure to work with OpenText. We have felt valued throughout Allied to the improvements for users and support, there is a universal and a clear understanding of our needs and would not hesitate in consensus that the solution is providing a positive financial impact recommending OpenText Exceed TurboX to others.” through a reduction in support overhead, improved user efficiency and a reduction in delays for aircraft operations. As recovery hopefully continues in the industry, the deployment of additional users will continue for NetLine users. Additional uses for Exceed TurboX are also being considered. About OpenText OpenText, The Information Company, enables organizations to gain insight through market leading information management solutions, on-premises or in the cloud. For more information about OpenText (NASDAQ: OTEX, TSX: OTEX) visit opentext.com. Customer stories opentext.com/contact Twitter | LinkedIn Copyright © 2021 Open Text. All Rights Reserved. Trademarks owned by Open Text. For more information, visit: https://www.opentext.com/about/copyright-information (01/2021)17442EN.